Salesforce Solutions Consultant/Engagement Lead - Contact Center Practice

At SPAR, we're on a mission to help clients scale and grow by continually innovating and delivering great Customer and Employee experiences! We're rapidly growing our practice and becoming a key go-to partner for Salesforce.com for complex solutions, with a focus on Contact Centers, Field Service, CPQ and Integrations across multiple industry verticals. Our projects involve delivering solutions leveraging the complete suite of Salesforce.com solutions. It's an exciting place to be, amazing team members and clients to work with, and strong growth potential.

We are looking to hire multiple Salesforce Solutions Consultants who can help lead our Contact Center engagements. This position requires the ability to be very consultative and hands on at the same time, and to be comfortable working across multiple technologies.

Key Responsibilities:

• Interface with customers to gather detailed solution requirements, develop solution approaches and detailed designs following best practices
• Develop documentation and communicate effectively to help clients and team members clearly understand the details of requirements and appropriate solutions.
• Proactively identify areas of gaps/risks and communicate to PM, Technical lead/Architect and internal stakeholders
• Handle configuration and KT/training activities as needed based on project resource allocations
• Take ownership of engagement success, support the delivery team in ensuring that high quality solutions are delivered on time and on budget that meet or exceed customer expectations.
• Provide mentoring to other team members as needed.
• Ensure client satisfaction and create referenceable customers, expanding our trust and long term relationship with clients.
• Support multiple engagements, effectively managing time based on shifting priorities, ensuring responsiveness to clients and team members
• Support Sales & Account management team with tasks around analysis & estimations, identifying additional project opportunities, etc.
• Actively contribute to broader goals and growth areas for the team

Required Experience:

• At least 2 years of experience in software consulting
  
• Experience with full lifecycle implementations of Salesforce solutions including administration and "low-code" automation development
  
• Experience communicating and collaborating with business and IT stakeholders, defining business requirements and detailed system/functional design
• Experience with integrations leveraging middleware (tools like Mulesoft preferred)
• Experience with agile development methodologies and scrum practices

Desired Skills & Competencies:

• Willingness to work in a customer-centric environment
• Specific experience with Contact centers & Telephony solutions (SCV, Omni Channel, Digital Engagement, Chatbots, etc.) would be a huge benefit
• Two Salesforce certifications, preferably Service Cloud Consultant
• Experience with BI/Analytics solutions
• Thrives in a fast paced environment, organizational skills to effectively manage multiple projects with tight deadlines
• Excellent written and verbal communication skills, including the ability to gather information from a wide variety of sources and formulate effective and engaging content.
• Critical Thinking – Defines and resolves a situation or problem by analyzing issues involved, weighing options, and evaluating alternatives; maintains objective attitude; approaches situations and problems systematically; uses observation, experience, reflection, reasoning and decison-making to drive business forward.
• Superior presentation and facilitation skills.
• Strong active listening skills to maximize understanding of different customer environments and to quickly establish a strong rapport with others
• Ability to work effectively as a team member, taking direction when necessary
• Ability to complete administrative tasks consistently and on time